Customs Manager – Medley – USA

Responsibilities

Leadership

• Instill professionalism, ensure adherence to policy and procedures, and encourage consistency of processes
• Identify development opportunities, provide constructive feedback, offer continuous training opportunities for direct reports
• Educate employees in CBP priority trade issues and other current events impacting the trade community

Communication

• Share industry news, department changes, and process updates
• Provide guidance to brokerage employees on how to respond to challenging customer scenarios and complex government inquiries

Strategy

• Maintain monthly balanced scorecard of operations line performance
• Collaborate with branch leadership teams to deliver effective problem resolution and process improvement

Customer Service

• Uphold our customer service level agreements(SLA) to provide brokerage clients with the utmost satisfaction
• Develop relationships with brokerage clients, origin counterparts, and destination partners critical to the success of our clients’ transportation and supply chain systems
• Confirm effective process execution and timely, accurate invoicing for services rendered
• Troubleshoot and design solutions for challenging customer scenarios

Operations

• Assign and ensure proper setup for new business onboarding into Customs brokerage operations process
• Utilize operational and financial tools to monitor daily tasks, set priorities, and measure performance
• Manage and revise best practice and SOP materials and review with business units semi-annually
• Perform scheduling for weekend operations and on-call business needs
• Responsible for quality performance against recordkeeping, database, and importer/broker instruction standards

Required Qualifications

• High School Diploma or GED
• Minimum 5 years of recent Customs brokerage experience
• Minimum 3 years of direct people management experience
• Ability to travel up to 10% (domestically and internationally)

Preferred Qualifications

• Active Customs Broker License
• Bachelor’s degree from an accredited college or university
• Proven flexibility & adaptability to product and customer needs
• Active participation in local port trade organizations, CBP seminars, and other trade events
• Time management and organizational skills
• High emotional intelligence, situational leadership, and coaching techniques
• Excellent written & verbal communication skills
• Demonstrate strong operations management performance
• Understanding of financial statements and key performance metrics
• Track record of building strong customer relationships
• Values a diverse and inclusive work environment